Author:
Ya Syazwani,Noor Sarina Muhamad,Nasirun Noraini
Reference51 articles.
1. Agrawal, M. (2001). Customer focus in liberalized era of marketing. Management and Labour Studies, 26(1), 5–14.
2. Agus, A. (2004). TQM as a focus for improving overall service performance and customer satisfaction: an empirical study on a public service center in Malaysia. Total Quality Management, 15(5–6), 615–628.
3. Ahmed, I., & Parasuraman, A. (1994). Environmental and positional antecedents of management commitment to service quality: A conceptual framework. In T. A. Swarts, D. E. Bowen & S. W. Brown (Eds.), Advances in service marketing and management (Vol. 3, pp. 69–93).
4. Babakus, E. (2003). The effect of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272–286.
5. Bitner, M. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71–84.